Customer Service Representative

at Mercari Europe in London

(₤18000 - ₤24000 per year)

Mercari is a leading mobile-based C2C marketplace, currently serving a total of 60 million customers in Japan and the United States. Mercari offers a platform where people can sell and buy their own goods in an easiest-ever manner from their smartphones. We have just set up our London office and are looking for passionate professionals to launch our services in the UK. We look for solid team members in our company who can deliver great customer experiences in this most dynamic C2C business.

Provide excellent customer service across all channels
Flag product related issue to ensure constant improvement of the service
Be the ambassador of the product
Assist management with the improvement of Team Tools and Development
Foster team work and a positive work environment

Provide excellent customer service across all channels
Deliver outstanding customer service across all channels and for all queries in a timely manner
Work efficiently to prioritise queries strategically
Use allocated budget to wow customers strategically
Ensure Mercari’s Brand and Tone of voice are reflected in every customer interaction Escalate complex queries appropriately
Have a customer first attitude and always go the extra mile to wow customers
Flag product related issues to guarantee the quality of the MarketPlace
Gather and document insights from user queries to understand root cause of the issue
Report and present any trend or recurrent issues to management team
Be the ambassador of the product
Have an in depth knowledge of the app and all customer service issues (transaction, moderation and risk related) in order to be able to always assist our users
Constantly test the app to ensure smooth running and be up to speed with updates and new feature release
Constantly ensure the MarketPlace is Safe and Friendly
Assist management with the improvement of Team Tools and Development
Flag any issue with deadlines, tools and KPIs by backing it with data and proposals
Participate in updating procedures and templates when needed
Foster team work and a positive work environment
Communicate clearly and calmly to team members and management
Take feedback positively and turn it into learning opportunity
Constantly look at ways to improve the teamwork
Help teammates when needed

Able to work autonomously and think outside the box
Friendly, positive and patient
Tech -Savvy, with a focus on mobile
Excited about start-ups and having an impact on the current C2C marketplace scene
An excellent communicator
Analytical and a problem solver
Able to work in a team
Extremely calm under pressure
Maybe required to work weekends

Training and learning opportunities
An exciting, multicultural, fast moving work environment
A competitive salary and monthly bonus paid upon KPI tracked performance (18k basic + 6k annual bonus paid monthly upon performance)

If you believe you have the right skills to perform the job, please send over an updated CV, a cover letter explaining your fit to the role and link to your LinkedIn Profile.

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Published at 20 Mar 2017
Expires on 20 May 2017